Support Engineering Manager

Join to apply for the Support Engineering Manager role at Canonical Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is widely used in enterprise initiatives such as public cloud, data science, AI, engineering innovation, and Io T. Our customers include top public cloud and silicon providers, as well as industry leaders across sectors. The company is founder-led, profitable, and growing, with a distributed team of over 1200 colleagues in more than 75 countries, and minimal office-based roles. Teams meet periodically in various global locations to align on strategy and execution. Our regional Support Managers lead support teams that resolve complex technical issues for customers worldwide on Ubuntu Server, Desktop, and public cloud. They demonstrate customer focus—ensuring customer satisfaction—and technical excellence—keeping support teams updated with the latest technology and troubleshooting efficiently. We are hiring managers for both our Cloud Support Group and Devices Support Group. The role requires comfort in a fast-paced environment, responsibility for customer delivery, and a passion for team development. The role entails Managing a support team, including skills development and performance management Operational control, shift scheduling, and monitoring KPIs Responding to customer cases within SLA and professionally Acting as the escalation contact for customers Ensuring customer satisfaction Contributing to the support knowledge base Improving team processes and support delivery Hiring, developing, and training support staff Collaborating with leadership on growth and transformation initiatives What are we looking for in you Extensive CLI experience with Linux (Support, Development, Implementation) Leadership and team management experience Ability to perform under pressure with high customer focus Fluency in English and preferably one additional language Excellent verbal and written communication skills Knowledge of Linux Desktop, Open Stack, Cloud, or Virtualization technologies Contributions to Open Source projects Software development experience Experience in support organizations Hands-on experience with Canonical's products What we offer colleagues We offer competitive worldwide compensation, annual reviews, performance bonuses, and benefits reflecting our values. Benefits include: Distributed work environment with biannual in-person team sprints USD 2,000annual learning and development budget Recognition rewards, annual leave, maternity/paternity leave Employee Assistance Programme Travel opportunities for team meetups and company events About Canonical Canonical pioneers open source technology, publishing Ubuntu, a key platform for AI, Io T, and cloud. We hire globally, uphold high standards, and promote excellence. Most colleagues work remotely, fostering a flexible, innovative environment. Canonical is an equal opportunity employer We value diversity and are committed to a workplace free from discrimination. We consider all applications fairly regardless of background or identity. Seniority level Mid-Senior level Employment type Full-time Job function Engineering and Information Technology Industries Software Development #J-18808-Ljbffr